GoResponse Telephone Answering Service Staff

Gartner names Serenova an industry challenger

Customer service assistant working in officeIn the latest issue of Gartner’s “Magic Quadrant for Contact Center as a Service, North America” report, Serenova has been highlighted as an industry challenger. The news will be of particular significance to any telephone answering services firms that are currently looking for new contact centre-as-a-service (CCaaS) tools.

Gartner, a leader in information technology research and a trusted advisory firm, based their evaluation of Serenova on its ability to execute and offer a completeness of vision. Making it into the Magic Quadrant report is an accolade as it is one of the world’s most internationally influential market analyses.

Serenova Chief Executive Vasili Triant said: “Being a top-tier vendor in the CCaaS market is about more than just having a proven product – it’s about providing guidance and innovation to customers at a time when complexity, consolidation and confusion are at a record high.”

He added that the firm already supports more than 78,000 agents around the world, and the inclusion in the report simply offers confirmation that their goal of offering exceptional CCaaS tools is being met.

Customer experience is taking on increasing importance to call centres. Earlier this year, Serenova launched CxEngage. This tool has enabled the firm to make major changes by providing new architecture that redefines how the call centre environment is delivered to clients. Stakeholders, for example, have unprecedented access to information, allowing improved insights, interactions and outcomes. The service is run on Amazon Web Services (AWS), and it provides firms with a flexible, reliable and scalable tool that can boost the customer experience.

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